Thanks to Groupon and other group deal web sites, I’ve been to a number of business establishments once.
Why just once?
In most cases, we got what we came for and so so service–what you might expect from most retail businesses these days.
These flash sale web sites offer an unprecedented advantage to business owners–the ability to clearly identity first time patrons.
Why then did no owner, manager, cashier or server say to us… “Hello, I understand it’s your first time here. If there is anything I can do to make sure your visit is a great one, please let me know. Also, here’s a coupon for your next visit. We hope you come back.”
You get the idea.
Think of it as a relay race. Groupon is running the first leg (getting the customer to walk in) and the merchant is running the second leg (delivering an experience worth coming back for).
Most successful businesses do one thing very well. They know how to identify a new opportunity and capitalize on the moment. In essence, they don’t drop the baton.
A customer walking into your business for the first time is a new opportunity. It can change everything.
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